Client Care Training
In today’s competitive landscape, client care training isn’t just beneficial—it’s a strategic necessity. Every organisation has a brand, and clients experience that brand at every touchpoint. Whether it’s receiving an invoice, calling reception, or exchanging emails, each interaction shapes their perception. In short, your brand lives through your people—and clients take notice.
If your brand promises exceptional care but your phone rings out unanswered, the contradiction is impossible to ignore. That’s where our client care training makes a difference. It equips your team to consistently deliver a higher standard of client service that reflects your brand’s promise.
Who can benefit from client care training?
In essence, anyone who interacts with clients—whether directly or behind the scenes—will benefit from client care training. When team members view your service from the client’s perspective, they often uncover new insights into how their own approach could elevate client satisfaction. This shift in mindset frequently leads to refreshed behaviours and improved service quality across departments.
Virtual or In-person Training
We offer our client care training as either an interactive virtual workshop or a dynamic in-person session. Virtual training brings together participants from multiple locations with flexibility, while live sessions foster deeper discussion and spontaneous idea sharing. Both formats deliver results—you simply choose what suits your team best.
Participant & Client Reviews
Check out what people are saying about our training.
Presenting with Impact Virtually
I recently attended the “Presenting with Impact Virtually” training workshop led by Martin Chapman, and it was a thoroughly engaging and practical experience. Martin’s delivery was professional yet friendly, making the virtual format feel interactive and enjoyable. The session was well-structured, with clear slides and practical examples. I highly recommend his training services for anyone looking to improve their presentation skills in a virtual setting.
Comprehensive and Engaging Training
I recently attended Martin’s ‘Working Effectively’ and ‘Professional Business Communication’ online training sessions and both were excellent. Martin is very engaging and ensures that participants all contribute to discussion. The sessions were very useful, drawing on real anecdotes and scenarios relevant to our level of work. I found both training sessions impactful and will carry the lessons learned into my work. Thanks Martin!
Working Effectively at Clifford Chance - Martin Chapman
I attended this session delivered by Martin and found it very insightful and engaging. Martin shared very realistic scenarios which required us to challenge how we would respond and the impact of different ways of saying things. A very interactive session and it was easy to remain engaged. I took away a lot from it
Personal Development Training (Negotiation Skills)
Martin is a fantastic trainer and easy to talk to. He makes the course easy to process and allows plenty of time to discuses anything you need clarifying. The course has been designed well and was adaptable to make it more relevant and personal to meet my target needs I was hoping to achieve.
I would recommend anyone to sign up for a course with Martin based of my personal experience and I look forward to working with him again within the future
A fantastic course
Thank you Martin for a fantastic workshop on Professional Business Communication. I have learnt a lot and found it very enjoyable. I have a lot to take away with me and will be trying your suggestions and tips going forward.
Training Agenda
Below is a typical outline of our client care training, which we adapt based on your goals. You can select the most relevant modules, ensuring the workshop is tailored to your organisation’s needs.
Experiencing client care
We begin by asking participants to reflect on their own positive and negative service experiences—whether at a bank, café, or healthcare provider. These stories form the foundation for understanding what great client care looks like in practice and how to replicate it in your own organisation.
Expectations
Clients form expectations well before any service interaction begins. Disappointment often arises when reality fails to meet those expectations. Our training shows participants how to identify and understand client expectations—so they can not only meet them, but exceed them.
What is your brand?
Every company has a brand—whether intentionally crafted or left to chance. Through this module, we explore how each employee contributes to shaping brand perception. We help teams uncover what their brand currently communicates and how they can align their behaviours to deliver it more authentically.
How the phone is answered matters
A phone call might seem small, yet it often forms a client’s first impression. In this part of the training, we actively practise professional phone answering techniques. Participants develop stronger listening skills, learn how to assess client needs quickly, and apply strategies that lead to more helpful, courteous conversations.
Handling challenging client situations
Clients don’t always reach out with good news. In sectors like legal services or healthcare, they may be under pressure or emotionally distressed. This session focuses on how to remain calm, empathetic, and effective during high-stress interactions—ensuring clients feel supported no matter the circumstances.
Enhancing client care via telephone
We incorporate real recorded calls from your organisation (if available) as a basis for learning and improvement. Listening back helps teams identify blind spots and develop more thoughtful, consistent ways of handling calls. The result is immediate, actionable improvement in client service
Practising telephone skills
Participants benefit from live telephone practice with one-on-one coaching from the trainer. Each team member receives individual feedback and custom suggestions, helping them develop confidence and polish their approach on the spot.
Establishing minimum performance standards
Instead of top-down standards, this module empowers your team to agree on the minimum levels of client service they believe should be delivered. This collaborative approach creates ownership and accountability, leading to higher-quality interactions and a more unified service culture.
Tailored Training
No two organisations are the same. That’s why we tailor every client care training workshop to your context. We start with a conversation about your priorities, and from there, we design a customised agenda that meets your goals and fits your brand.
Client Care Training Proposal
This page provides a summary of what our training offers. If you’re ready to explore next steps, we’re happy to send a full proposal including costs—just complete the form below and we’ll be in touch.
Case Studies
Browse the links below to see how we’ve helped other organisations improve their client care—and how we could do the same for you.
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